Responsibilities
About ByteDance
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.
About The Team
ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies.
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users. We are looking for a leader responsible for our selling partners' health and performance for a defined market through effective leveraging BPO and In-house resources, and collaborating with the eCommerce Business Operations team in driving GMV growth.
Roles and Responsibilities
- Ensure selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform while sustaining good health and performance.
- Managing in-house Quality Assurance and Training PMs and Category Operations Mangers for quality, training, process, resolution (escalation), and delivery of business results.
- Manage BPO suppliers to ensure a high performing team to provide world-class onboarding support, end-to-end reactive support, and and safeguard them on their growth journey.
- Develop service quality strategies for contact centers (BPOs), ensuring cross-functional alignment of service delivery goals and execution, and helping teams drive strategic partnerships and new initiatives forward.
- Focus on aligning company priorities with excellent day-to-day operations, design and lead growth initiatives for long-term success.
- Analyze and develop insights on business performance, core performance metrics, and support in preparation of weekly/monthly business reviews.
- Define and build organizational capabilities for extended planning, governance and operational efficiencies.
- Ownership of managing all critical escalations within the market.
- Collaborating with other service delivery leaders to identify opportunities and push operation improvements.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3-5 years experience in quality and training, preferably within Customer Service.
- Experience in eCommerce or marketplace platforms.
- Proven experience in in-house Customer Operations, and offshore/nearshore vendor management.
Preferred Qualifications
- 3+ years of Team Leadership Experience: Demonstrated leadership skills with experience in leading and developing teams. This includes managing performance, coaching, and fostering a positive work environment.
- Proven experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Proven experience of working with multiple stakeholders across different functions and geographic locations.
- Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
